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Resolution timer - On Portal not clearing

Salma Sarwar

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Hi Salma - we pause our resolution timer and only end it if the request moves to closed. There is no way to reset the timer once it is resolved - the timer is set when the request is raised. Screens shot below shows the pause / resume / end timer placements.  So if this is set in your BPMs the customer will only see the resolution timer end when the request is closed



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